2nd Line IT Engineer (Fixed Term)

Solus Accident Repair Centres; Birchanger; On-site; GBP 29,000 - 39,000; Full time

Benefits offered by this job

Competitive salary

Bonus potential

Company pension

33 days holiday

Buy/sell 5 days

Aviva discounts

Save As You Earn

Parental leave

Wellbeing support

Job summary

Solus is seeking a talented 2nd Line IT Engineer for a 6-month fixed-term contract to support a complex integration program across multiple sites. You will own escalated incidents, guide 1st Line engineers, and collaborate with teammates to ensure seamless IT operations.

You will work with HaloITSM, Microsoft 365, Azure, and networking gear, providing proactive troubleshooting and documentation. This role offers a competitive salary and comprehensive benefits from Aviva’s employer portfolio.

Qualifications

• Experience providing 2nd line IT support and handling escalated incidents and service requests.
• Strong troubleshooting skills across hardware, software, and networking issues.
• Hands-on experience with Microsoft 365, Azure, Entra ID, Intune, and networking equipment.
• Ability to support and guide 1st Line IT Engineers.
• Experience with HaloITSM and IT ticketing processes.
• Support starter and leaver processes, including hardware builds and account management.
• Experience creating and maintaining technical documentation.
• Willingness to provide on-call support on a shift rota for P1 incidents 24/7.

Responsibilities

• Take ownership of complex incidents and service requests escalated from 1st line.
• Support colleagues and external clients using Evolve, our in-house body shop system.
• Support and guide our 1st Line IT Engineers.
• Handle incoming calls and tickets day to day.
• Resolve escalated tickets within HaloITSM.
• Provide advanced troubleshooting across hardware, software, and networking issues.
• Support starter and leaver processes, including hardware configuration and account management.
• Assist with installation, configuration, and ongoing support of IT systems.
• Provide on-call support on a shift rota, covering P1 incidents 24/7.
• Create and maintain documentation to ensure consistency across the team.
• Work as an active member of the Solus Service Desk team and participate in knowledge sharing.
• Lead escalations and help shape documentation and processes as we grow.

Skills

2nd line IT support

Troubleshooting

On-call support

Team guidance

Ticketing/ITSM understanding

Tools

HaloITSM

Microsoft 365

Azure

Intune

Cisco

Meraki

Fortinet

Job description

Salary: £29,000 - 39,000 per year

Requirements:

• Experience providing 2nd line IT support and handling escalated incidents and service requests.
• Strong troubleshooting skills across hardware, software, and networking issues.
• Hands-on experience with Microsoft 365, Azure, Entra ID, Intune, and networking equipment such as Meraki, Fortinet, and Cisco.
• Ability to support and guide 1st Line IT Engineers.
• Experience with ticketing and ITSM systems, including HaloITSM.
• Ability to support starter and leaver processes, including building and configuring hardware and managing accounts.
• Experience creating and maintaining technical documentation.
• Willingness to provide on-call support on a shift rota for P1 incidents 24/7.

Responsibilities:

• Take ownership of complex incidents and service requests escalated from 1st line.
• Support colleagues and external clients using Evolve, our in-house body shop system.
• Support and guide our 1st Line IT Engineers.
• Handle incoming calls and tickets day to day.
• Resolve escalated tickets within HaloITSM, our ticketing system.
• Provide advanced troubleshooting across hardware, software, and networking issues on a wide range of platforms.
• Support the starter and leaver process, including building and configuring hardware, setting up accounts, and managing returns.
• Assist with the installation, configuration, and ongoing support of IT systems.
• Provide on-call support on a shift rota, covering P1 incidents 24/7.
• Create and maintain documentation to ensure consistency across the team.
• Work as an active member of the Solus Service Desk team, learning and collaborating with others.
• Lead on escalations and help shape our documentation, processes, and service as we grow.

Technologies:

• Azure
• Cisco
• Hardware
• Support
• ITSM
• Microsoft 365
• Office 365
• Cloud

More:

We are looking for a talented and proactive 2nd Line IT Engineer to join our team on a 6-month fixed-term contract. This is a fantastic opportunity to play a central role in a complex and exciting business integration programme, supporting the merging of systems, processes, and technologies across multiple sites. You will work as part of a collaborative IT team, helping deliver critical integration activities and ensuring colleagues experience a seamless transition during a significant period of change. We are Solus, owned by Aviva, one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average with a 4.6/5 star customer rating.

• competitive salary
• bonus opportunity
• company pension scheme
• 33 days holiday including bank holidays
• the option to buy or sell up to 5 days
• discounts on Aviva products and other retailers
• the Aviva Save As You Earn scheme
• supportive parental and carers leave policies
• wellbeing support including Group Income Protection and 24/7 GP access

We value inclusivity and welcome all applicants.

last updated 36 week of 2026